ACNielsen给PhilipsLighting做的满意度调查.ppt
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Hong Kong India Japan
Taiwan
Wave 4 Q4 '02 Q2 '03
Hong Kong
Indonesia
Malaysia New Zealand
Pakistan Philippines Singapore South Korea
Thailand
6
Copyright © 2003 ACNielsen a VNU business
Singapore, Malaysia, Thailand and the Philippines
Pre-notification letters sent by Philips to invite the participation of the target customers
Face-to-face interviews using a standardized questionnaire conducted in all countries (The questionnaire used in the Philippines is slightly different from the other countries.)
2 Copyright © 2003 ACNielsen
a VNU business
Background
Philips Lamps and Philips Luminaires conducted their own Customer eQ surveys separately before 2002.
3 Copyright © 2003 ACNielsen
a VNU business
Objectives
Philips Lighting wishes to: Understand the requirements of their business
customers and how to build a strong relationship for future growth Identify critical improvement areas Identify competitive strengths and weaknesses Allocate resources appropriately
1 CoCpoypriygrhigt h©t 2©002200A3CANCieNlsienlsen
a VaNVUNbUusbiunseisnsess
Presentation Outline
Background Research Objectives Methodology Sample Philips Lighting eQTM Model Overview of findings Strategic Resource Allocation Executive Insights and Recommendations Individual Country Diagnostics Appendices
Fieldwork period:
- Nov - Dec 2002: Korea, Malaysia, New Zealand, Pakistan,
Singapore
- Jan - Mar 2003: Hong Kong, Indonesia and Thailand - Apr - May 2003: the Philippines
Customer eQTM Study for Philips Lighting Wave 4
- Regional Presentation
Date : June 2003 Prepared by : ACNielsen International Hong Kong
Prepared for : Philips Lighting
5
Copyright © 2003 ACNielsen a VNU business
Surveyed Markets
The following Asia Pacific countries are covered in this study:
Wave 1 Q1 '00 Australia
Hong Kong India Japan
Sampling method:
- Top customers selected for interviews in Korea, New
Zealand, Pakistan and Hong Kong
- Census (in selected cities/regions) conducted in Indonesia,
Target Sample
Business customers who have used or purchased the products of Philips Lighting in the past 12 months: - Direct customers – buy or use the products of Philips Lighting
Philippines
TaiwaΒιβλιοθήκη Baidu Thailand
Wave 2 Q4 '00
China Hong Kong
Indonesia
Malaysia New Zealand
Pakistan Philippines Singapore South Korea
Thailand
Wave 3 Q4 '01 Australia China
After the integration of the three business units of Philips Lighting, a merged Customer eQ survey was conducted starting from Quarter 4 of 2002 to cover the customers of Lamps, Luminaires and Lighting Electronics (LE).
4 Copyright © 2003 ACNielsen
a VNU business
Methodology
Customer eQTM of ACNielsen adopted for this study
Customer lists provided by Philips Lighting in all markets
Taiwan
Wave 4 Q4 '02 Q2 '03
Hong Kong
Indonesia
Malaysia New Zealand
Pakistan Philippines Singapore South Korea
Thailand
6
Copyright © 2003 ACNielsen a VNU business
Singapore, Malaysia, Thailand and the Philippines
Pre-notification letters sent by Philips to invite the participation of the target customers
Face-to-face interviews using a standardized questionnaire conducted in all countries (The questionnaire used in the Philippines is slightly different from the other countries.)
2 Copyright © 2003 ACNielsen
a VNU business
Background
Philips Lamps and Philips Luminaires conducted their own Customer eQ surveys separately before 2002.
3 Copyright © 2003 ACNielsen
a VNU business
Objectives
Philips Lighting wishes to: Understand the requirements of their business
customers and how to build a strong relationship for future growth Identify critical improvement areas Identify competitive strengths and weaknesses Allocate resources appropriately
1 CoCpoypriygrhigt h©t 2©002200A3CANCieNlsienlsen
a VaNVUNbUusbiunseisnsess
Presentation Outline
Background Research Objectives Methodology Sample Philips Lighting eQTM Model Overview of findings Strategic Resource Allocation Executive Insights and Recommendations Individual Country Diagnostics Appendices
Fieldwork period:
- Nov - Dec 2002: Korea, Malaysia, New Zealand, Pakistan,
Singapore
- Jan - Mar 2003: Hong Kong, Indonesia and Thailand - Apr - May 2003: the Philippines
Customer eQTM Study for Philips Lighting Wave 4
- Regional Presentation
Date : June 2003 Prepared by : ACNielsen International Hong Kong
Prepared for : Philips Lighting
5
Copyright © 2003 ACNielsen a VNU business
Surveyed Markets
The following Asia Pacific countries are covered in this study:
Wave 1 Q1 '00 Australia
Hong Kong India Japan
Sampling method:
- Top customers selected for interviews in Korea, New
Zealand, Pakistan and Hong Kong
- Census (in selected cities/regions) conducted in Indonesia,
Target Sample
Business customers who have used or purchased the products of Philips Lighting in the past 12 months: - Direct customers – buy or use the products of Philips Lighting
Philippines
TaiwaΒιβλιοθήκη Baidu Thailand
Wave 2 Q4 '00
China Hong Kong
Indonesia
Malaysia New Zealand
Pakistan Philippines Singapore South Korea
Thailand
Wave 3 Q4 '01 Australia China
After the integration of the three business units of Philips Lighting, a merged Customer eQ survey was conducted starting from Quarter 4 of 2002 to cover the customers of Lamps, Luminaires and Lighting Electronics (LE).
4 Copyright © 2003 ACNielsen
a VNU business
Methodology
Customer eQTM of ACNielsen adopted for this study
Customer lists provided by Philips Lighting in all markets